Question

Natalie is a senior executive of a department store chain. Every week, she visits one of the stores and pretends to be a customer. She records her observations on the service provided by the store's sales associates and the manner in which her queries were handled. Sales associates who meet the service standards are awarded a small bonus. Therefore, Natalie is a(n) _____.

Answer 1

Natalie, as a senior executive conducting undercover evaluations of customer service to award bonuses, exemplifies a proactive management style focused on service quality and employee recognition.

Step-by-step explanation:

Natalie is a senior executive of a department store chain who visits stores undercover to evaluate sales associates and award bonuses for meeting service standards. This scenario demonstrates a hands-on approach to management and service quality assessment. By engaging directly with the frontline employee experience, Natalie adopts a role that blends undercover evaluation with that of a reward provider, fostering a culture of excellence and accountability within the organization.

Answer 2

Answer: mystery shopper

Step-by-step explanation:

From the question, we are informed that Natalie is a senior executive of a department store chain and that every week, she visits one of the stores and pretends to be a customer as she records her observations on the service provided by the store's sales associates and the manner in which her queries were handled.

We are further told that sales associates who meet the service standards are awarded a small bonus. This shows that Natalie is a mystery shopper. Mystery shoppers simply evaluate product quality, store presentation, cleanliness etc during their shopping experience.